Service Desk Agent

Cayuse Holdings

2d•$20 - $25•Remote

About The Position

The Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication. This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Requirements

High school diploma or GED required.
Experience preferred Service Desk or Customer Service experience
Three (3) to five (5) years of experience in computer systems, customer support or IT support.
Experience with ServiceNow IT Service Management System.
Customer service experience and strong focus on customer satisfaction.
Call center experience.
Experience in a technology support organization
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
Strong ability to speak with clarity and articulation
Strong communication skills; both verbal and written.
High degree of comprehension of the issues presented by customers.
High degree of problem solving Internal/External Relationships.
Apply discretion resulting in appropriate/desired resolutions.
Ability to analyze issues and determine root cause and identify appropriate solutions.
Ability to connect and build relationships with customers via virtual methods, phone, and email.
Ability to independently problem solve.
Effective listening skills including the cognitive ability to locate and convey requested information
The ability to successfully handle customer requests and document in work management tools and applications
Willingness to take initiative with attention to detail
Proactive and flexible
Must have positive attitude
Tolerance to deal with difficult customers and stressful situations
Fluidity to work well in teams as well as independently
Ability to take phone contacts and answer emails simultaneously
Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents
Sound analytic and cognitive ability to troubleshoot technical problems
Speaks with clarity, articulation, and is aware of own non-verbal communication
Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress
Demonstrate ability to learn quickly and thrive in high-energy team environment
Must be able to work independently, as well as with a team
Ability to function in a diverse work environment.
Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Nice To Haves

Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.

Responsibilities

Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests
Operates within established guidelines and procedures to independently deliver a full range of services to the customer
Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool
Provide assistance and information to the customer in a prompt manner
Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters
Mobile telephony and device support
Video Conference Unit Troubleshooting
IP Telephony setup and support
Creation of end user accounts and setting permissions
Provide end user device management and support, including desktops, laptops, and PDAs
Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications
Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations)
Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident manage escalation to ITOC and/or Major Incident Management Team
Manages continuous improvement through ongoing collection of data and information regarding customer requirements
Monitor and report on performance of IT systems and services
Understand and responds to others’ using active listening skills and tactful communication
Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding
Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication
Ensures customer satisfaction through follow up and special efforts
Resolve issues following the parameters and guidelines of the client
Identify potential system problems and escalate to department contact for resolution
Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness
Assist new employees with training through shadowing opportunities and explanation of work process
Other duties as assigned.